CGM Technical Support Team Lead

Dexcom Philippines; Manila; On-site; PHP 600,000 - 900,000; Full time

Job summary

Dexcom Philippines is seeking a Supervisor, Technical Support to lead a fast-moving team delivering exceptional customer experiences and technical assistance in a busy Manila operation. You will coach staff, manage performance, schedule coverage, and partner with cross-functional teams to support Dexcom products, services, and launches.

This role requires strong communication, problem-solving, and leadership skills, with flexibility to handle evenings, weekends, and holidays as part of rotating

Qualifications

• Experience leading teams within a call center, shared services, customer service, or technical support environment.
• Experience managing voice-based support teams in a fast-paced customer-facing setting.
• Strong coaching, mentoring, and employee development capabilities.
• Customer-focused mindset driving high-quality service experiences and satisfaction.
• Analytical skills to generate reports, interpret data, and identify process improvements.
• Excellent communication across phone, email, and business communications.

Responsibilities

• You lead, motivate, and develop a Technical Support team focused on delivering exceptional customer experiences and technical assistance.
• You provide coaching, feedback, and performance management to ensure high standards of quality, compliance, and service effectiveness.
• You supervise and support team members in troubleshooting issues related to Dexcom products, services, and features.
• You meet or exceed departmental performance metrics across monthly, quarterly, and annual goals.
• You develop action plans and partner with leadership to drive operational improvements and achieve performance targets.
• You manage daily staffing schedules to ensure appropriate coverage, service levels, and operational responsiveness.
• You address attendance, performance, and employee engagement matters in alignment with company policies.
• You build strong partnerships with cross-functional teams, external providers, and leadership to improve communication and operational efficiency.
• You analyze data and identify opportunities for process improvements and system enhancements.
• You train and develop employees on operational processes, tools, and customer support best practices.
• You support workforce planning activities related to staffing, systems, training, facilities, and operational readiness.
• You serve as a working supervisor by handling customer escalations and supporting workload queues during high-volume periods.
• You provide ongoing support and guidance to team members, including escalation management and customer issue resolution.
• You implement, communicate, and interpret new and existing policies and procedures to the team.
• You partner with Field Sales, Inside Sales, Quality, Regulatory, and other departments to support customer needs and new product launches.
• You collaborate cross-functionally with leadership teams and external business partners to support operational initiatives.
• You perform other relevant tasks and responsibilities as assigned by your manager.

Job description

Dexcom Philippines is seeking a Supervisor, Technical Support to lead a fast-moving team delivering exceptional customer experiences and technical assistance in a busy Manila operation. You will coach staff, manage performance, schedule coverage, and partner with cross-functional teams to support Dexcom products, services, and launches.

This role requires strong communication, problem-solving, and leadership skills, with flexibility to handle evenings, weekends, and holidays as part of rotating